Model what you expect from others. When the goal is unmistakable value, find ways to create this value for those around you. Creating experiences that leave employees and customers with no desire to seek service (or employment) elsewhere doesn’t have to cost money. Think about an employee on your team who may be working through a challenge. What tip or information can you offer to help him/her get to the other side? Maybe it’s as simple as a cup of coffee when you notice a few late-night emails the night before. Model unmistakable value by mindfully connecting with those on your team.
Find ways to remind yourself and your team of the purpose of the organization. Why do you all come to work? What’s at the core of your efforts? We can sometimes feel like our team should just know this answer, but it can get foggy if they haven’t been reminded in a long time. Decide how and when you can weave in connect to purpose moments. Can you start off a meeting with a connect to purpose story? Can you review customer comments that reflect unmistakable value and share those during a meeting or in a weekly update message? This is a way to communicate what right looks like.
Create and
use standards of practice to live out organizational values. Having a set of standards communicates baseline expectations for how all employees will interact with all stakeholders. A team that has mastered the standards and has a leader willing to model and empower living beyond the standard is well-positioned to create unmistakable value for those they serve. Keep standards and values top of mind. When sharing connect to purpose stories, remind the team that the action(s) also reflect the organization’s standards and values.
We are all responsible for creating unmistakable value. When this becomes a clear aim of an organization, it is important to hold ourselves and each other accountable for this level of service. Accountable organizations have individuals and groups who willingly take on personal, professional, and collective responsibility for success
(Fullan et al., 2015). Recognize those who consistently create unmistakable value. Provide support to those who struggle to meet the mark.